Intermediary device for data message network routing

ABSTRACT

Systems and methods that enhance or route data messages, for example by optimizing transmission of data packets through a computer network between devices is provided. The intermediary device can receive a data message having a characteristic. A session management mechanism can identify, based on the characteristic of the message and a characteristic of a pre-existing session, a tuple. Based on the tuple, the session management mechanism can modify the pre-existing session to generate a modified pre-existing session that includes the data message. A session lobby mechanism can obtain an indication of the modified pre-existing session and can pool the modified pre-existing session with a plurality of additional sessions. Responsive to a selection received by the session assignment mechanism from a live interaction component of a contact center agent computing device, the session assignment mechanism can provide the modified pre-existing session to a contact center agent computing device.

RELATED APPLICATIONS

This present application claims benefit of priority under 35 U.S.C. §120 as a continuation of U.S. patent application Ser. No. 15/692,706,titled “INTERMEDIARY DEVICE FOR DATA MESSAGE NETWORK ROUTING,” filedAug. 31, 2017, which claims benefit of priority under 35 U.S.C. § 120 asa continuation of U.S. patent application Ser. No. 15/411,321, titled“INTERMEDIARY DEVICE FOR DATA MESSAGE NETWORK ROUTING,” filed Jan. 20,2017, each of which is herein incorporated by reference into the presentapplication in its entirety.

BACKGROUND

Voice based communication between computing devices can be limited toone to one direct communication, with limited ability for many-to-oneparallel or concurrent communication.

SUMMARY

At least one aspect is directed to an intermediary device to route textbased data messages. The intermediary device can disposed in a datacommunication path between an electronic communications network and aclient computing device. The intermediary device can include at leastone of a session management mechanism, a session storage unit, a sessionlobby mechanism, and a session assignment mechanism. The intermediarydevice can be disposed to receive, via the electronic communicationsnetwork, a data message having a characteristic. The session managementmechanism can identify, based on the characteristic of the message and acharacteristic of a pre-existing session, a tuple. The tuple canindicate that the data message corresponds to the pre-existing session.The session management mechanism can modify the pre-existing session togenerate a modified pre-existing session that includes the data message.The session lobby mechanism can obtain from the session storage unit anindication of the modified pre-existing session and can pool themodified pre-existing session with a plurality of additional sessions.Responsive to a selection received by the session assignment mechanismfrom a live interaction component of a contact center agent computingdevice, the session assignment mechanism can provide the modifiedpre-existing session to the live interaction component of the contactcenter agent computing device for display by a user interface of thecontact center agent computing device.

At least one aspect is directed to a method of managing, via anintermediary device, text based data messages. The method can includeproviding an intermediary device to dispose in a data communication pathbetween an electronic communications network and a client computingdevice. The intermediary device can include at least one of a sessionmanagement mechanism, a session storage unit, a session lobby mechanism,and a session assignment mechanism. The method can include receiving, bythe intermediary device, via the electronic communications network, adata message having a characteristic. The method can includeidentifying, by the session management mechanism, based on thecharacteristic of the message and a characteristic of a pre-existingsession, a tuple. The tuple can indicate that the data messagecorresponds to the pre-existing session. The method can includemodifying, by the session management mechanism, the pre-existing sessionto generate a modified pre-existing session that includes the datamessage. The method can include obtaining, by the session lobbymechanism from the session storage unit an indication of the modifiedpre-existing session and the method can include pooling the modifiedpre-existing session with a plurality of additional sessions. The methodcan include providing, by the session assignment mechanism, responsiveto a selection received by the session assignment mechanism from a liveinteraction component of a contact center agent computing device, themodified pre-existing session to the live interaction component of thecontact center agent computing device. The modified pre-existing sessioncan be displayed by a user interface of the contact center agentcomputing device.

At least one aspect is directed to a computer readable storage mediumstoring instructions that when executed by one or more data processors,cause the one or more data processors to perform operations to managetext based data messages. The operations can include providing anintermediary device to dispose in a data communication path between anelectronic communications network and a client computing device. Theintermediary device can include at least one of a session managementmechanism, a session storage unit, a session lobby mechanism, and asession assignment mechanism. The operations can include receiving viathe electronic communications network, a data message having acharacteristic. The operations can include identifying, by the sessionmanagement mechanism, based on the characteristic of the message and acharacteristic of a pre-existing session, a tuple. The tuple canindicate that the data message corresponds to the pre-existing session.The operations can include modifying, by the session managementmechanism, the pre-existing session to generate a modified pre-existingsession that includes the data message. The operations can includeobtaining, by the session lobby mechanism from the session storage unitan indication of the modified pre-existing session and the method caninclude pooling the modified pre-existing session with a plurality ofadditional sessions. The operations can include providing, by thesession assignment mechanism, responsive to a selection received by thesession assignment mechanism from a live interaction component of acontact center agent computing device, the modified pre-existing sessionto the live interaction component of the contact center agent computingdevice for display by a user interface of the contact center agentcomputing device.

These and other aspects and implementations are discussed in detailbelow. The foregoing information and the following detailed descriptioninclude illustrative examples of various aspects and implementations,and provide an overview or framework for understanding the nature andcharacter of the claimed aspects and implementations. The drawingsprovide illustration and a further understanding of the various aspectsand implementations, and are incorporated in and constitute a part ofthis specification.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings are not intended to be drawn to scale. Likereference numbers and designations in the various drawings indicate likeelements. For purposes of clarity, not every component may be labeled inevery drawing. In the drawings:

FIG. 1 is a block diagram of an example system that enhances or routesdata messages;

FIG. 2 is a functional diagram of an example system that enhances orroutes data messages;

FIG. 3 is an example illustration of a data message display on acomputing device in a contact center environment;

FIG. 4 is a flow diagram depicting an example method of managing datamessages; and

FIG. 5 is a block diagram illustrating a general architecture for acomputer system that may be employed to implement elements of thesystems and methods described and illustrated herein.

DETAILED DESCRIPTION

Following below are more detailed descriptions of various conceptsrelated to, and implementations of, methods, apparatuses, and systems ofdata message routing, enhancement, or management in a contact centerenvironment. The various concepts introduced above and discussed ingreater detail below may be implemented in any of numerous ways.

Systems and methods of the present disclosure relate generally to anintermediary device for data message routing or enhancement, includingnetwork based data packet transmission, and corresponding systems,methods, and apparatuses. Text or other data messages can replace voicebased communications via a computer network, for example to a contactcenter agent in a contact center environment. Routing, aggregating,enhancing, merging or associating individual data messages is atechnical problem for an intermediary device that can be part of a dataprocessing system in a contact center environment. For example, multipletext or other protocol based data messages can be asynchronous or timeshifted. These data messages might be not be overtly linked with oneanother, such as a first data message to a cable company contact centerabout a bill and a second data message the next day to the same contactcenter, from the same source, that is about a change in address. Theremay be a number of contact center agent computing devices equipped toreceive these data messages. Routing data messages to the incorrect orinappropriate contact center agent computing device, where they may needto be re-routed, leads to unnecessary increased computer networktransmissions, increased network traffic and latency, unnecessaryincreased computer processing usage and a corresponding waste ofelectrical power.

The intermediary device described herein provides a technical solutionto the above and other technical problems by, for example, employing asession lobby mechanism (among other components) to pool or allocatedata message sessions between client computing devices (e.g., end users)and contact center agent computing devices. The intermediary device andother system components can modify pre-existing sessions to includenewly received data messages and can pool or cluster the sessionstogether for efficient or direct assignment to the appropriate contactcenter agent computing device. This reduces the number of packet (orother protocol based) computer network transmissions that may otherwiseoccur due to inefficient routing to, for example, multiple contactcenter agent computing devices before arriving at the correctdestination. This saves bandwidth, reduces latency, saves power, andresults in faster communication between the end user computing deviceand the correct contact center agent computing device.

FIG. 1 illustrates an example system 100 to route text based datamessages. The system 100 can include at least one intermediary device105. The intermediary device 105 can include at least one sessionmanagement mechanism 110, at least one session storage unit 115, atleast one session lobby mechanism 120, and at least one sessionassignment mechanism 125. The intermediary device 105 can be or includeone or more data processing systems, servers, virtual servers, orcomputing devices. The intermediary device 105 can include hardware(e.g., processors of one or more servers), as well as scripts orprograms executed by the hardware, and combinations thereof. Theintermediary device 105 can reside (e.g., be physically or logicallydisposed) in an electronic communication path between at least oneclient computing device 130 and at least one contact center agentcomputing device 135. For example, the intermediary device 105 cancommunicate, (e.g., via a LAN, WAN, the interne, a cloud environment, orother computer network) with contact center agent computing devices 135and with client computing devices 130. Data communication messages suchas text messages or asynchronous voice messages (e.g., that are sent asa voicemail message and not part of a live conversation) can passbetween an electronic communications network 140 and the contact centeragent computing device 135, for example for display by the contactcenter agent computing device 135 or by the client computing device 130.The intermediary device 105 can enhance contact center operation byproviding an operator of the contact center agent computing device 135with the ability to live text with multiple client computing devices 130during one time period, to effect continuous conversation with multipleend users during consecutive or intermittent time period that can rangefrom seconds to days.

The intermediary device 105 can include the session management mechanism110, the session storage unit 115, the session lobby mechanism 120, orthe session assignment mechanism 125 as part of one or more servers of acontact center system to establish, modify, enhance or providecommunication sessions between the client computing device 130 and thecontact center agent computing device 135. The sessions can includeasynchronous text, voice message, or data message (e.g., not a livevoice conversation such as a telephone call) communications between anend user and a contact center agent (e.g., a person, bot, or combinationthereof) related to a certain task, such as to change accountinformation or to obtain customer service. In some examples, theintermediary device 105 can receive voice messages that have been sentas audio messages (voicemail) or converted into text messages. Thesessions can occur continuously in a conversational manner, or can beintermittent, e.g., lasting over hours, days or weeks with dormantperiods between communications. The intermediary device 105 can includeat least one server. For example, the intermediary device 105 caninclude a plurality of servers located in at least one data center orserver farm. The intermediary device 105 can receive data messages andcan identify characteristics of those data message, for example as partof a contact center operation. Based on characteristics of the datamessages, the intermediary device 105 can determine that a data messageis (or is not) part of a pre-existing session between the contact centeragent computing device and the client computing device 130. Theintermediary device 105 can modify at least one pre-existing session toinclude a data message, and can pool a plurality of sessions together.The intermediary device 105 can provide one or more of the sessions toat least one contact center agent computing device 135.

The intermediary device 105, the session management mechanism 110, thesession lobby mechanism 120, and the session assignment mechanism 125can each include at least one processing unit, server, virtual server,circuit, engine, agent, appliance, or other logic device such asprogrammable logic arrays configured to communicate with the sessionstorage unit 115 and with other computing devices (e.g., the clientcomputing device 130 or the contact center agent computing device 135).These communications can occur via the network 140. The intermediarydevice 105 can include the session management mechanism 110, the sessionlobby mechanism 120, and the session assignment mechanism 125 as asingle device (data processing system) or as separate devices. Forexample, the session management mechanism 110, the session lobbymechanism 120, and the session assignment mechanism 125 can bedistributed across one or more than one server or virtual server in datacenter(s) in one or more physical locations. The session managementmechanism 110, the session lobby mechanism 120, and the sessionassignment mechanism 125 can be part of the same physical device (e.g.,a server) or can be installed on separate devices.

The intermediary device 105 can include at least one data processingsystem e.g., at least one logic device such as a computing device orserver having a processor to communicate with at least one clientcomputing device 130 or at least one contact center agent computingdevice 135. The intermediary device 105 can also communicate via thecomputer network 140 (e.g., that is or includes a LAN or other network)with at least one contact center agent computing device 135 in a call orcontact center environment. The client computing device 130 and thecontact center agent computing device 135 can include a desktop, laptop,tablet, smartphone, flip phone, personal digital assistant, server,client, thin client, end user, mobile, or other computing device. Thecontact center agent computing device 135 can include a computing deviceworkstation in a contact center or call center environment. The contactcenter agent computing device 135 can include at least one liveinteraction component 145, e.g., a script that executes at the contactcenter agent computing device 135 (or remotely) to provide a chatwindow, display, or other user interface at the contact center agentcomputing device 135.

The intermediary device 105 can connect with messaging networks 140 forthe sending and receiving of text based messages. This connection can bemade through either software based application programming interfaces,or telecom stack protocols such as short message peer to peer protocols.The intermediary device 105 supports connections to multiple networks140. The messaging networks 140 and session management mechanism 110 canexchange fixed length messages, in various text formats such as ASCII,XML and HTML, that result in network traffic.

The client computing device 130 and the contact center agent computingdevice 135 can include user interfaces such as microphones, speakers,touchscreens, displays, keyboards, pointing devices, a computer mouse,touchpad, or other input or output interfaces. The client computingdevice 130 and the contact center agent computing device 135 canreceive, display, modify, or transmit a variety of different datamessage types, such as text, binary, video, image, voice message, stillphotography or other types of rich content. The client computing device130 and the contact center agent computing device 135 can initiate,transmit, or receive discrete communication elements such as textmessages, chat messages, app based messages, emoji's, images, videoclips and other rich media, e.g., from the intermediary device 105 orfrom the network 140.

The electronic communications network 140 can include computer networkssuch as the internet, local, wide, metro or other area networks,intranets, satellite networks, other computer networks such as voice ordata mobile phone communication networks, and combinations thereof. Thenetwork 140 can include at least one messaging network that transmitstext or other data messages that may but need not include the internet.The network 140 can carry or transmit various data message types, suchas text, binary, video, image, voice message, still photography,hyperlinks, or active instructions to accomplish tasks, or other typesof rich content for example.

The session management mechanism 110, the session lobby mechanism 120,and the session assignment mechanism 125 can include or execute at leastone computer program or at least one script. The session managementmechanism 110, the session lobby mechanism 120, and the sessionassignment mechanism 125 can be separate components, a single component,or part of the intermediary device 105. The session management mechanism110, the session lobby mechanism 120, and the session assignmentmechanism 125 can include combinations of software and hardware, such asone or more processors configured to receive data messages, determinethat data messages do or do not correspond to pre-existing sessionsbetween client computing device 130 and the contact center agentcomputing device 135, modify pre-existing sessions to include datamessages, store and pool sessions, and provide sessions to the contactcenter agent computing device 135, for example.

The session storage unit 115 can include at least one local, remote,encrypted, unencrypted, or distributed database or memory (including anyassociated database management system), and combinations thereof thatcan receive and provide data to and from the intermediary device 105 orits components as well as the client computing device 130 or the contactcenter agent computing device 135. The session storage unit 115 canreside entirely or in part of at least one the intermediary device 105,the contact center agent computing device 135 or third party computingdevices.

The system 100 can include the intermediary device 105 to route textbased data messages. For example, the intermediary device 105 can bedisposed in a data communication path between the network 140 and theclient computing device 130. The intermediary device 105 can be part ofor in communication with a contact center environment. For example, allor part of the intermediary device 105 can be installed on one or moreservers that provide services to a contact center. Portions of theintermediary device 105 such as scripts can be installed at the contactcenter agent computing device 135. The intermediary device 105 canreceive a text based data message. For example, via the network 140, theintermediary device 105 can communicate with (e.g., receive or transmitdata messages to or from) at least one end user or client computingdevice 130.

The intermediary device 105 can receive a data message via the network140. The data message can be a text message sent from the clientcomputing device 130 to a contact center environment, e.g., intended forthe contact center agent computing device 135. The intermediary device105 can receive the data message via the network 140, which can includea fixed line (e.g., from the signaling channel of an acoustic modem),wireless network, internet, VoIP, cellular, PSTN, fiber optic, SMS orpublic or proprietary text messaging networks. The data message can betext or image based rather than a human or automated audio or voicetransmission. The data message can also be an asynchronous voicetransmission (e.g., a voicemail or voice message) that is recorded bythe client computing device 130 and then transmitted, rather than a livevoice conversation.

The text based data message can include one or more characteristics.Characteristics of the data message can indicate a source of the datamessage, such as the device from which the data message originated, anetwork account or social network account from which the data messageoriginated, or an individual from which the data message originated. Forexample, packet or other protocol based transmissions of data messagescan include a media access control address, network interfacecontroller, Ethernet hardware address, programmed address, or otheridentifier that identifies the client computing device 130 (e.g., asmartphone or tablet).

For example, the characteristic can include a handle or other referenceto a resource or username in a communication system (e.g., ‘@username’of a social network or communication service) or an email address. Thecharacteristic can also include an account identifier (e.g., a phonenumber of a smartphone or identifier of a social media or emailaccount), serial number, or other device identifier. The characteristiccan accompany the text based data message transmitted from the clientcomputing device 130 and received by the intermediary device 105, e.g.,on behalf of a contact center. For example, the characteristic can beincluded within or appended to packet or other protocol basedtransmissions of the data message through the network 140. Thecharacteristic can also be indicated by metadata or header informationthat is part of or transmitted with the data message.

The intermediary device 105 can create and modify sessions for use in acontact center environment. For example an end user at the clientcomputing device 130 may have a question about a cable television billand may send a text or other text-based data message to a contact centerto obtain assistance from a representative. Data messages can beasynchronous, e.g., one-way, separated in time or having differentsubject matter content. The intermediary device 105 in the contactcenter environment can determine that data messages are (or are not)part of a pre-existing session. The session can be a text basedcommunication session between the end user (at the client computingdevice 130) and a contact center agent or other representative at thecontact center agent computing device 135. Multiple individual datamessages can be aggregated or clustered together to form or define asession. For example, a series of back and forth text messages betweenthe client computing device 130 and the contact center agent computingdevice 135 that pertain to common subject matter such as a billing querycan be identified by the intermediary device 105 as a session. Theintermediary device 105 can provide the sessions for storage in andretrieval from the session storage unit 115.

Pre-existing sessions, or the text based data messages that make up thepre-existing session can include one or more characteristics. Forexample, the characteristic of the pre-existing session can include oneor more destination identifiers. The destination identifiers canindicate a destination of the data messages such as a name of the cablecompany or other entity that the end user is in contact with orattempting to contact to, for example, resolve a dispute or updateaccount information. In addition to a name, the destination identifierscan include social media service handles or other information thatidentifies an entity or person.

The intermediary device 105 can receive or obtain an inbound datamessage from the client computing device 130, (e.g., via the network140) and can determine that the data message is part of a pre-existingsession (e.g., stored in the session storage unit 115) or is part of anew session. For example, the session management mechanism 110 (or otherintermediary device 105 component) can determine or identify thepresence of a tuple or other ordered pair. The presence of a tuple canindicate that the new or incoming data message under evaluation by theintermediary device 105 is part of a pre-existing session, such as atext message based conversation between the end user and a contactcenter agent.

The session management mechanism 110 can parse or evaluate the datamessage (including any metadata such as a location, keyword, topic, orphone number) to identify at least one characteristic of the datamessage (e.g., an identifier of the end user or of the client computingdevice 130). For example, informational data messages can include sourceand destination addresses, formatted such as @thomas for social networksor +15085551212 for mobile telcom networks, along with the payload ofthe message, such as “I have a problem with my bill”, and variousmeta-data about the message such as the time of creation, a uniqueidentifier for the message, or a Boolean flag indicating whether or notthe data message has been delivered before.

The session management mechanism 110 can identify the tuple based on thecharacteristic of the data message and a characteristic of thepre-existing session (e.g., a destination identifier indicating, forexample, a utility company). For example, an end user having the handleidentifier, “@Thomas” could send a text based data message via a socialnetwork, text messaging app, or other communications platform to theutility company having the destination identifier “@CableCo.” Thesession management mechanism 110 can query the session storage unit 115(where pre-existing sessions or indications of pre-existing sessions arestored) to determine that pre-existing sessions with a matching tuple(e.g., “@Thomas” and “@CableCo”) do or do not exist. Existence of amatching tuple associated with the pre-existing sessions in the sessionstorage unit 115 can indicate that Thomas is already in contact with theCable Company via the pre-existing session.

Based on this match the session management mechanism 110 can modify thepre-existing session between Thomas and the Cable Company to include the(new) data message sent from “@Thomas” to “@Cable Company”. In thisexample, the tuple of the data message indicates that the data messagecorresponds to a pre-existing session. Telephone numbers of the clientcomputing device 130 or other characteristics can be used as part of thetuples or to indicate a common thread or characteristic among the datamessages. The session management mechanism 110 (or other intermediarydevice 105 component) can provide the modified pre-existing session tothe session storage unit 115 for storage. The session managementmechanism 110 (or other intermediary device 105 component) can provideall or part of the modified pre-existing session to the contact centeragent computing device 135 or to the client computing device 130. Thesession management mechanism 110 (or other intermediary device 105component) can modify the pre-existing session to include the datamessage by appending the new data message to the list of existingsession messages. In addition, the session management mechanism 110 cantag new data messages with a unique identifier of the pre-existingsession, allowing for future processing by the intermediary device 105optimized for data message processing.

The session management mechanism 110 can assemble or aggregate datamessages into logical groups called sessions. Unlike other real timecommunications modes like audio and video that have an explicit startand stop to a conversation, data messages via messaging based networkscan be considered stateless, e.g., without explicit indications ofbeginnings and ends of conversations, such as disconnecting a voicecall. The session management mechanism 110 can mark the beginning andend of sessions, e.g., conversations. The intermediary device 105 canappend newly received data messages to a pre-existing session, or cancreate a new session for the data message. The session managementmechanism 110 can connect with the session storage unit 115 to insertincoming data messages or to retrieve outgoing data messages fortransmission via the network(s) 140. The session management mechanism110 can also collect meta-data information about the source of theinbound data message, including characteristics such as the networkidentifier, messaging network, device location, and in the case ofsocial messaging or with end user consent, details such as the partiesname or telephone number. The session management mechanism can send aconfirmation receipt message to the originating party, responsive toreceipt of a data message.

The intermediary device 105 or component thereof such as the sessionassignment mechanism 125 can determine that the inbound text based datamessage is a new session when no tuple corresponding to a pre-existingsession exists. The session management mechanism 110 can provide the newsession to the session storage unit 115 for storage.

The session management mechanism 110 can determine that a data messageis associated with a pre-existing session based on a direct matchbetween the data message tuple and data about the pre-existing sessions.For example, with a direct match the session management mechanism 110can determine that the same “‘@Thomas’ ‘@Cable Co’” tuple from the (new)data message exists for a pre-existing session, stored in the sessionstorage unit 115. This indicates that the user having the handleidentifier @Thomas has already sent data message communications to thedestination having the destination identifier @Cable Co.

The session management mechanism 110 can also determine that the datamessage is part of a pre-existing session based additional informationbeyond a match between the tuple of the data message and storedinformation about a pre-existing session. For example, the sessionmanagement mechanism 110 can identify a data message from @Thomas to@Cable Co that was received today, and can identify a pre-existingsession between @Thomas and @Cable Co from one year ago. Based, forexample, on the one year time gap, (or a time period greater than athreshold value), the session management mechanism 110 can evaluatesubject matter of the data message and of the pre-existing session tosee if there is subject matter match. For example, today's data messagecan include the terms “overcharge on my bill” and the pre-existingsession can include the terms “address change”. Or the sessionmanagement mechanism 110 can determine that the data messages of thepre-existing session do not include the terms “overcharge” or “bill”.Based on the different subject matter the session management mechanism110 can determine that a tuple-based match does not exist between thedata message and the pre-existing session due to the differences insubject matter, despite a direct match between the tuple of the datamessage and a tuple associated with the pre-existing session. In theseand other examples, the session management mechanism 110 can includesubject matter comparisons (e.g., term based) or time thresholds (e.g.,one year) between the (new) data message and last activity associatedwith the pre-existing session. The threshold or comparisons can becustomized for individual customers or end users.

The handle identifier “@Thomas” and the destination identifier “@CableCo” are examples and the characteristics of the data messages and of thepre-existing sessions. The characteristics of the data message caninclude other identifiers, such as subject matter terms, a phone numbersof the client computing device 130 or a device identifier of the clientcomputing device 130. The characteristics of the pre-existing sessioncan include destination phone numbers or other identifiers of the entitythat is associated with the data message (e.g., that the end user istrying to reach).

The session lobby mechanism 120 can identify one or more pre-existingsessions. For example, the session lobby mechanism 120 can query to thesession storage unit 115 to obtain this information, or the sessionmanagement mechanism 110 can transmit an indication of one or morepre-existing sessions to the session lobby mechanism 120. The sessionlobby mechanism 120 can manage sessions as they are assigned to agentsat the contact center agent computing devices 135. When sessions arecreated, they are not assigned to agents, yet must be to complete thesession. The session lobby can include a construct that can storesessions until they are manually assigned at the request of an agent orsupervisor, or until they are automatically assigned to an agent by thesession assignment mechanism 125. By pooling sessions and establishingownership of them prior to assignments, the session lobby constructprovides a scale and reliability advantage. By existing in multiplicityin the system, dedicated hardware can be assigned to each lobbyconstruct, allowing them to scale linearly. In addition, having multiplesession lobbies assures that a failure of one or more session lobbies(to a failure maximum of N−1 session lobbies when N session lobbiesexist in the system 100) does not disable the session lobby function,resulting in a more reliable system 100.

The session lobby mechanism 120 can determine that a pre-existingsession has been modified. The session lobby mechanism 120 can benotified by the session storage unit 115 of the modification by anotification mechanism, avoiding the need for a continuous measurementand difference analysis. The session lobby mechanism 120 can pool themodified pre-existing session together with a plurality of otherpre-existing sessions. The pooled pre-existing sessions can be stored inthe session storage unit 115.

The session assignment mechanism 125 can provide pre-existing sessions,pooled by the session lobby mechanism 120, to the contact center agentcomputing device 135. For example, the live interaction component 145 ofthe contact center agent computing device 135 can select the modified orany other pre-existing session from the pooled pre-existing sessions.The selection can be arbitrary or based on factors, such as a priorrouting of the pre-existing session to the computing device 135, subjectmatter of the messages of the pre-existing session, or source ordestination information corresponding to messages of the pre-existingsession. Responsive to a selection of the modified (or another)pre-existing session from the pool of available pre-existing sessions,the session assignment mechanism 125 can provide the modifiedpre-existing session (or other selected session) to the contact centeragent computing device 135. For example, the session assignmentmechanism 125 can assign or provide the selected session to the liveinteraction component 145 of the contact center agent computing devicevia the network 140 of other electronic transmission. The selectedsession can be provided for display by a display of the contact centeragent computing device 135 for interaction with the contact center agentoperating the device 135.

The session lobby mechanism 120 can consolidate pre-existing sessionsinto a lobby construct, e.g., a location in the session storage unit 115where the pre-existing sessions can be universally accessed by thecontact center agent computing devices 135. The session assignmentmechanism 125 can affirmatively select and provide (e.g., push) apre-existing session to one or more contact center agent computingdevices 135. The contact center agent computing devices 135 can alsoaffirmatively select (e.g., pull) a pre-existing session from the lobbyconstruct of the intermediary device 105. For example, the contactcenter agent computing device 135 can retrieve or otherwise access orselect the modified (or any other) pre-existing session subsequent tocreation or classification of the modified pre-existing session by thesession lobby mechanism 120.

Inbound text or data (e.g., non-voice) messages can be obtained by theintermediary device 105 from the client computing device 130. Based, forexample, on the presence or absence of tuples (or of matches betweentuples of a data message under examination and data messages ofpre-existing sessions), the intermediary device 105 can classify theinbound data messages as part of a pre-existing session or as a newsession. For example, the intermediary device 105 (e.g., the sessionmanagement mechanism 110) can receive a first data message. Based, forexample, on a tuple match the session management mechanism 110 candetermine that the first data message is part of a pre-existing session.The session assignment mechanism 125 can assign the first data messageto the pre-existing session. The intermediary device 105 modifies thepre-existing session to include the first data message as part of amodified pre-existing session. The session lobby mechanism 120 caninclude the modified pre-existing session in a lobby construct, e.g., apool of existing pre-existing sessions maintained by the session storageunit 115.

The intermediary device 105 can receive a second data message having atleast one characteristic. The second data message can be associated witha source identifier (e.g., “@Gary”) and a destination (e.g., a phonenumber or destination address of a utility company) or othercharacteristics. The session management mechanism 110 can identify anabsence of a tuple match between the second data message and thepre-existing sessions. For example, the second message may have thesource-destination (or other characteristic) tuple “source:@Gary” and“dest:Phone Co”. The session management mechanism 110 can determine thatnone of the pre-existing sessions have a matching tuple of“source:@Gary” and “dest:Phone Co”. This indicates that no other datamessages have been sent from the same source (e.g., Gary) to the samedestination (e.g., a phone company). In this example, the sessionmanagement mechanism 110 identifies an absence of a tuple based oncharacteristics of the second data message and characteristics of thepre-existing sessions (or characteristics of the data messages of thepre-existing sessions). Based on the absence of a tuple match betweenthe second data message and the pre-existing sessions that the sessionlobby mechanism 120 has organized into a lobby construct, the sessionmanagement mechanism 110 can identify the second data message as a newsession. The session lobby mechanism 120 can pool, list or provide thenew session as one of the plurality of sessions in the lobby construct,together with a plurality of pre-existing sessions. The sessionassignment mechanism 125 can provide the new session (or any of thepre-existing sessions) to a live interaction component 145 of at leastone contact center agent computing device 135.

The characteristics of the data messages can indicate information aboutsources, destinations, logistics, timing information, or subject matterof the data messages. For example the characteristics can indicate aspecific device (e.g., by device identifier), IP address, media accesscontrol address, unique identifier, or a type of device (e.g., a make,model, or brand of smartphone), or application. The session managementmechanism 110 can identify characteristics of data messages ascharacteristics of application platforms, such as a particular text orchat messaging application, or social network, or a particular device ortype of device. Different data messages can have differentcharacteristics. For example, a first data message can include acharacteristic of a first application platform indicating that the firstdata message was sent from a text message application that executes atthe client computing device 130. The second data message can include acharacteristic of a second application platform, indicating for examplethat the second data message was sent via a social network app. Thesession management mechanism 110 can identify the first and secondcharacteristics, and can determine whether or not they correspond to thesame pre-existing session. Despite the first and second data messageshaving characteristics corresponding to different application platforms(e.g., one was sent via text message, the other via a social mediamessage), the session management mechanism 110 can determine that boththe first and second messages are part of one pre-existing session. Forexample, the session management mechanism 110 can determine that thefirst and second messages have common subject matter (e.g., a complaintabout a cable bill, or a helpdesk request to operate a device), or thatboth the first and second message originated from the same clientcomputing device 130 (but via different apps). Despite originating indifferent format (e.g., via different application platforms) the sessionmanagement mechanism 110 can determine matching tuples between the datamessages and tuples associated with pre-existing sessions to match thetwo data messages with the same pre-existing session. In this example,the session management mechanism 110 can determine that different datamessages having characteristics indicating different platformscorrespond to a pre-existing session.

The session management mechanism 110 can determine tuples or orderedpairs, such as a 2-tuple for each inbound data message received by theintermediary device 105. The session management mechanism 110 (or otherintermediary device 105 component such as the session assignmentmechanism 125) can identify the same or a related tuple from datamessages of pre-existing sessions stored for example in the sessionstorage unit 115.

For example, the intermediary device can receive a first data message,having at least one characteristic, and can determine a tuple for thefirst message. Based, for example, on a match between this tuple and atleast one tuple of a data message of a pre-existing session, the sessionassignment mechanism 125 can assign the first data message to thepre-existing session. Continuing with this example, the intermediarydevice 105 can also receive a second data message having at least onecharacteristic, and the intermediary device 105 (e.g., the sessionmanagement mechanism 110) can determine a second tuple for the secondmessage. The first tuple and the second tuple can be the same ordifferent from one another. The session assignment mechanism 125 canidentify a match between the second tuple and at least one tuple of anydata message of the same pre-existing session. This can be the samematch or a different match as the match between the tuple of the firstdata message with a tuple of the pre-existing session. Based on thetuple-based analysis, the session assignment mechanism 125 can modifythe pre-existing session to include the first data message and thesecond data message.

FIG. 2 is a functional diagram of the example system 100 that enhancesor routes data messages. Referring to FIG. 1 and FIG. 2, among others,the system 100 can include a contact center environment (e.g., callcenter, customer service, or help desk environment that includes thecapability to route, service, and respond to non-voice data messagecommunications). The client computing device 130 can send at least onedata message 205 via the electronic communications network 140 to thesession management mechanism 110. The data message 205 can include atleast one characteristic, such as source, destination, subject matter,end user, or computing device 130 information.

The session management mechanism 110 can receive the data message 205,and can provide the data message 205 for storage in the session storageunit 215. The session lobby mechanism 120 can receive a notification 210that a new data message 205 has been provided to or stored the sessionstorage unit 115. The session lobby mechanism 205 can query the sessionstorage unit 215 for the notification 210, or the session storage unit115 (or other components such as the session management mechanism 110)can provide the notification 210 to the session lobby mechanism 120. Thesession management mechanism 110 can determine that the data message 205is part of a pre-existing session stored in the session storage unit115. For example, the session management mechanism 110 can identify andcompare at least one tuple of the data message 205 with at least onetuple of one or more messages of a pre-existing session. Based on atuple match the session management mechanism 110 can determine that thedata message 205 is part of a pre-existing session. If the data message205 is part of a pre-existing session the session management mechanism110 can modify the pre-existing session to include the data message 205.Based on an absence of a tuple match, the session management mechanism110 can determine that the data message 205 is not part of apre-existing session (e.g., is a data message of a new session).

The data message 205 (e.g., as a new session or as part of a modifiedpre-existing session) can reside in a lobby construct managed by thesession lobby mechanism 120. The example the data message 205 or anindication of its existence can be stored in the session storage unit115 with other data messages of one or more sessions. The session lobbymechanism 120 can assign the (new or pre-existing) session 215 thatincludes the data message 205 to at least one live interaction component145 of at least one contact center agent computing device 135. The liveinteraction component 145 can include a script or program that executesto display a user interface 220 on the contact center agent computingdevice 135. The live interaction component 145 can be installed and canexecute locally at the contact center agent computing device 135, or canbe installed remotely (e.g., at a server in the data center independentof, associated with, or as part of the intermediary device 105) toprovide the user interface 220 at the contact center agent computingdevice 135.

The sessions 215 can be stored in an independent component of thesession storage unit 215 to allow other components in the system 100 toreference and react to them. For example, the session lobby mechanism120 can subscribe to changes to the data held in the session storageunit 115, and can be notified when sessions 215 are created or modified.This notification process decouples the components, reducing thecomputational effort of the intermediary device 105 required to managethe session state and increasing the capacity of the system 100, whileat the same time, reducing the latency between the establishment of asession 215 and the processing of it in the system 100. The sessions canbe stored in the session storage unit 115 as information blocks, and canindicate the parties to a session 215, assignment state, keywords andother metrics or characteristics derived from the session 215. Thesession management mechanism 110 can manage the data blocks, and candrive behaviors from the session lobby mechanism 120, the sessionassignment mechanism 125, and the live interaction component 145. Datacorresponding to the session 215 can also be explicitly identified asexpired, or can be removed, for example to protect confidential detailssuch as financial or health care data.

Sessions 215 that the session assignment mechanism 125 does not assignto a contact center agent computing device 135 can be held by thesession lobby mechanism 120 in the lobby construct. The session lobbymechanism 120 provides the session assignment mechanism 125 (or a humanoperator) with the ability to determine how a data message 205 should beprocessed, e.g., by a particular contact center agent computing device135 (under human control) or a particular bot (e.g., the automatedassistant 230). Further, the assignment by the session assignmentmechanism 125 of a session 215 to the lobby construct under control ofthe session lobby mechanism makes such assignments atomic, which canreduce race conditions between multiple parties assigning sessions 205that increases the session capacity of the system 100. The session lobbymechanism 120 can receive indications of changes in the session storageunit 115, can receive session objects (e.g., data messages 205 orrelated information) from the session storage unit 115, and can providethe session objects to the contact center agent computing device 135(e.g., the live interaction component 145) for visual display, forexample to allow for manual assignment from the agent at the computingdevice 135.

The session assignment mechanism 125 can assign the sessions 215. Thesession assignment mechanism 125 can increase the efficiency of thesystem 100 by reducing or eliminating the need for humans to makedecisions about how sessions 215 should be handled. In addition, theencapsulation of assignment logic by the session assignment mechanism125 enables the deployment of multiple assignment strategies of sessions215, (e.g., assignment to the least loaded contact center agentcomputing device 135, or assignment to agents who have previouslyinteracted with the session 215). The session assignment mechanism 125can subscribe to changes in the session storage unit 115, can receivethe session objects (e.g., the data messages 205 or other session 215information) from the session storage unit 115. Based, for example, onan automated assignment strategy, the session assignment mechanism canassign the session 215 (or data message 205 thereof) to an identifiedlive interaction component 145. The session assignment mechanism 125 canbe enabled or disabled on request of at least one contact center agentcomputing device 135. Upon or subsequent to assignment of the session215 to the live interaction component 145, the session assignmentmechanism 125 can request updates from the session storage unit 115 toindicate which live interaction component 145 is responsible for thesession 215.

The live interaction component 145 can provide the data message 205,e.g., in a card format, for display in the agent user interface 220 forinteraction with a human or automated operator of the contact centeragent computing device 135. For example, the live interaction component145 can provide a card alert notification 225 to the contact centeragent computing device 135 for rendering by or within the agent userinterface 220. The card alert notification 225 can indicate that thesession 215 (or at least one data message 205 thereof) is or has beenassigned by the session assignment mechanism 125 to the contact centeragent computing device 135. The data message 205 (or other session 215information) can also be provided from the intermediary device 105 (orcomponent thereof) to the contact center agent computing device 135separate (e.g. concurrent or subsequent to the card alert notification.

The live interaction component 145 can provides efficient methods ofmessaging communications within a session 215 and between the clientcomputing device 105, the automated assistant 130, and the control of anagent at the contact center agent computing device 135. By narrowing andisolating the integration points between these three actors,coordination between them is maximized while minimizing integrationefforts. This permits scaling the capacity of the system 100 by addingprocessing resources. The live interaction component 145 can create newmessages (e.g., session data 250) stored in the session storage unit 115for transmission via the network 140 to the client computing device 130.Messages in sessions that arrive from external parties, such as themessaging network 140 or the automated assistant 230, can be packagedfor display by the session management mechanism 110. To assist the agentat the computing device 135, the live interaction component 145 canobtain and display transcripts and other relevant data of one or moresessions 215 or data messages 205.

During live interactions (e.g., session transmissions), informationsystems can be integrated to support the agent and to increaseoperational efficiencies. For example, transcripts and collected datafrom the automated assistants 230 or the session storage unit 115 can besent from the live interaction component 145 to the information system265, eliminating the need for the controlling agent at the computingdevice 135 to do so. Information relative to the interaction, such asdetails on pre-existing or past sessions 215 with the same participants,can be obtained from the information system 265 and inserted into thesession 215. Data interactions with the information system 265 can be invarious text formats such as ASCII, XML and HTML, and managed by commoncontrol formats such as email or software application programminginterfaces.

The contact center agent (e.g., a human operator) can interact with theagent user interface 220 to access the data message 205 or otherinformation from the session 215. For example, the contact centerenvironment can include a cable company, and the data message 205 canindicate “I think there is an overcharge on my bill” or other content.This information can be provided for display by the agent user interface220. The contact center agent computing device 135 can route the datamessage 205 (or other information of the session 215) to at least oneautomated assistant component 230 with an automation request 235. Inresponse or subsequent to the automation request 235 the automatedassistant 230 can provide at least one auto response message 240,indicating for example, “ok, we can help you—what are the last fourdigits of your account number?” or other information.

The auto response message 240 can be generated by the automatedassistant component 230, rather than a human operator. The automatedassistant component 230 can transmit the auto response 240 to the clientcomputing device 130, e.g., via the contact center agent computingdevice 135 or via intermediary device 105 components such as the sessionstorage unit 115. For example, the auto response message 240 can beprovided to the session storage unit 115 (for storage as part of thesame pre-existing session as the data message 205) and can also beprovided via the electronic communications network 140 to the clientcomputing device 130. In some examples, the live interaction component145 can receive the session 215, such as a modified pre-existing sessionthat includes a (new) data message 205. Subsequent or responsive toreceipt of the session 215, the session management mechanism 110 canroutes or otherwise provide an automated message such as the autoresponse message 240 from the contact center agent computing device 135or from the automated assistant component 230 to the client computingdevice 130.

The automated assistant component 230 can include at least one script orapp that executes at the contact center agent computing device 135 orremotely (e.g., at the intermediary device 105 or a remote server). Theautomated assistant component 230 can auto response messages 240responsive to data messages 205. The automated assistant component 230can receive an instruction from the contact center agent computingdevice 135 (e.g., via the agent user interface 220 or the liveinteraction component 145) to generate or select an auto responsemessage 240. The automated assistant component 230 can also generate theauto response message 240 responsive to receipt of the data message 205without a request to do so being received from the contact center agentcomputing device 135.

The automated assistant components 230 can be invited by the automationrequest 235 into sessions 215 to provide conversational efficienciesrelative to manual typing by the controlling agent at the computingdevice 135. In addition to conversational efficiencies, the automatedassistants 230 in live interactions with client computing device 130increases the consistency of interactions in relation to the variabilityfrom differing controlling agents. Communications with automatedassistant components 230 can occur via the computer network 140, and thecommunications (e.g., the automation request 235 or the auto response240) can be in various text formats such as ASCII, XML and HTML and datarepresentations in text such as XML and JavaScript Object Notation(JSON).

Responsive to the card alert notification 225 and the data message 205,the contact center agent computing device 135 under control of a humanagent can generate at least one response data message 245. The responsemessage 245 can include a data or text (e.g., non-voice) message thatprompts for information or is otherwise responsive to the data message205. The response message 245 can be transmitted to the client computingdevice 130 as part of, concurrent with, prior to, or subsequent to theresponse message 245. The client computing device 130 can receive theresponse message 245 and respond with further data messages that arepart of the same session as the data message 205, the auto responsemessage 240, or the response message 245.

The contact center agent computing device 135 (or the client computingdevice 130) can end a session. For example, via the agent user interface220 the agent operating the computing device 135 can provide atermination or end session instruction 255, and can store session data250 using the live interaction component 145.

The contact center agent computing device 135 can directly interact andmodify the existing session by appending new messages to the existingsession. By decoupling the interactions between the session storage andthe agent, from the session storage and the messaging network, theintermediary device 105 allows each connection to be optimized: the liveinteraction component 145 can achieve low latency, while the messagingnetwork 140 can bulk or batch process data to handle large volumes ofconversations and reduce the number or transmission time of individualcommunications. The contact center agent computing device 135 canprovide an end session transmission 255 to the session storage unit 115to indicate the session is terminated until further notice, such as thereceipt of a new data message having a tuple that matches a tupleassociated with the session. Via the agent user interface 220, thecontact center agent computing device 135 can provide the end sessiontransmission 255 to any of the live interaction component 145, thesession storage unit 115, the session management mechanism 110, and theclient computing device 130. The session management mechanism 110 canobtain or otherwise receive the end session instruction 255, e.g., anindication of termination of a session 205 such as a modifiedpre-existing session, from the contact center agent computing device135.

The live interaction component 145 can provide session data, e.g., as anHTTP POST data 260 for storage by at least one information system 265,which can include at least one server having memory to store datamessages 205 and other information associated with the sessions 215. Forexample, the HTTP POST data 260 can include transcripts of the session215, or structured and validated data from automation assistants 230that can be provided from the intermediary device 105 to at least oneinformation system 265. Contextually significant data, such as accountinformation associated with an end user, can by retrieved by theintermediary device 105 from information system 265 to assist the agentat the computing device 135.

FIG. 3 depicts a data message display 300 on the contact center agentcomputing device 135 in, for example, a contact center environment. Thedisplay 300 can be rendered by the live interaction component 145 (e.g.,a browser-based application) and can be part of or include the agentuser interface 220. Data messages 205 or other portions of the sessions215 can be displayed in at least one display card 305 of the agent userinterface 220. The display card 305 can represent sessions 215 orportions thereof. The agent user interface 220 can include a pluralityof display cards 305, each representing different sessions 215 orrepresenting different portions of the same session 215.

The intermediary device 105 can control the positioning, juxtaposition,and display of the display cards 305 or of the data messages 205 withinthe display cards 305. For example, the contact center agent computingdevice 135 (or the intermediary device 105) can execute a script orapplication that positions the display cards 305 within the agent userinterface 220 so that they do not overlap each other. The contact centeragent computing device 135 or the intermediary device 105 can alsoposition the display cards 305 within the agent user interface 220 sothat they do at least partially (e.g., partially or completely) overlapeach other.

Display cards 305 associated with the same client computing device 130,or having content related to the same subject matter can partiallyoverlap each other to preserve available display space on the display ofthe contact center agent computing device 135. The contact center agentcomputing device 135 (or the intermediary device 105) can execute ascript or application that sorts or positions the display cards 305based on categories associated with the display cards, such as subjectmatter, client computing device 130, urgency, or a time since thedisplay card 305 was received, rendered, or last accessed by the clientcomputing device 130. The agent user interface 220 or other display atthe contact center agent computing device 135 that includes the displaycards 305 can be browser based or non-browser based.

The session assignment mechanism 110 can provide the session 215, suchas a modified pre-existing session, to the live interaction component145 for display as the display card 305 by the agent user interface 220.The display card 305 can be displayed in juxtaposition with one or moreadditional display cards 305 within the agent user interface 220 of thecontact center agent computing device 135. The display cards 305 cancorrespond to different sessions 215. For example at least two of thedisplay cards 305 can at least partially overlap each other in the agentuser interface 220.

The agent or operator interfacing with the agent user interface 220 canselect one or more data messages 205 from one or more display cards 305,corresponding to one or more sessions 215 and can respond to a datamessage 205 of the session 215 directly, e.g. via the response message245, or can provide at least one data message to the automated assistant230 for generation of the auto response 240. Via the agent userinterface 220, the agent can also decline a display card 305, datamessage 205, or session 215. An indication of this refusal to attend toa data message 205 can be provided to the session lobby mechanism 120(or other intermediary device 105 component). Based on this refusal, thesession assignment mechanism 125 can assign the session 215 to adifferent contact center agent computing device 135.

FIG. 4 depicts an example method 400 of managing data messages. Themethod can include providing the intermediary device 105 (ACT 405). Theintermediary device 105 can be disposed in a data communication pathbetween the electronic communications network 140 and the clientcomputing device 130, for example in a contact center environment. Theintermediary device 105 can include at least one session managementmechanism 110, at least one session storage unit 115, at least onesession lobby mechanism 120, or at least one session assignmentmechanism 125. The method 400 can receive at least one data message (ACT410). The data message can include at least one characteristic. Forexample, the intermediary device 105 can receive at least one datamessage such as a text message from the client computing device 130 viathe electronic communications network 140. The method 400 can identifyat least one tuple (ACT 415). The tuple can indicate one or morecharacteristics of the data message, such as source or destination ofthe message, the format of the data message, the app or program (e.g.,application platform) used to generate or transmit the data message, thedevice or type of device of the client computing device 130, IP address,an end user associate with the data message, or other information.

The session management mechanism 110 can identify the tuple of the datamessage, and can determine that the tuple (and therefore the datamessage) corresponds to a pre-existing session (ACT 415). For example atleast one characteristic indicated by the tuple of the data message(e.g., a handle of an end user, account number, or source identifier)can match at least one characteristic of one or more data messages ofthe pre-existing session (ACT 415). One or more data messages of thepre-existing session can have the same tuple (or can share at least onecharacteristic) as the inbound data message under examination by thesession management mechanism 110. The intermediary device 105 canidentify this commonality (ACT 415) between the inbound data message anda pre-existing session. When there is no commonality, the intermediarydevice 105 can identify the absence of the tuple match between theinbound data message and characteristics of pre-existing sessions. Theabsence of a tuple match can indicate that the data message is a firstmessage of a new session or otherwise belongs to a new session, whichcan be stored in the session storage unit as part of the lobby constructwith other sessions.

The method 400 can modify at least one pre-existing session (ACT 420).For example, the session management mechanism 110 can add at least onenew data message to a pre-existing session. For example, responsive toan indication that a data message corresponds or otherwise relates to apre-existing session, the session management mechanism 110 can add thedata message to a pre-existing session (ACT 420). For example, thesession management mechanism 110 can link or provide an indicator thatassociates the data message with the pre-existing session. The indicatorcan be stored in the session storage unit 115. The method 400 can obtainan indication of the modified pre-existing session (ACT 425). Forexample, the session lobby mechanism 120 can obtain from the sessionstorage unit 115 an indicator of the modified pre-existing session andcan pool the modified pre-existing session together with other sessions(ACT 430). For example the lobby mechanism 120 can create a registry orother construct that lists pre-existing sessions, stored in the sessionstorage unit 115. The pool or lobby of pre-existing sessions canindicate a plurality of different text message based conversationsbetween a plurality of client computing devices 130 and contact centeragent computing devices 135. In some examples, all pre-existing sessionscan be indicated by a single lobby construct, managed by the sessionlobby mechanism 120.

The method 400 can provide the modified pre-existing session to at leastone contact center agent computing device 135 (ACT 435). For example,the session assignment mechanism 125 can assign or provide the modifiedpre-existing session to at least one live interaction component 145 of acontact center agent computing device 135. Providing the modified (orany other) pre-existing session to the contact center agent computingdevice 135 (ACT 435) can include providing a portion of at least onetext message, including metadata, identification information, headerinformation, or body information of the data message, to the contactcenter agent computing device 135 (ACT 435). The data of thepre-existing session provided to the contact center agent computingdevice 135 can be provided to the live interaction component 145, forexample for display by a user interface or other display of the contactcenter agent computing device 135.

The intermediary device 105 can manage messaging based communications inhelp desk, customer service, or other contact center settings betweenhuman members of an organization (e.g., contact center agents),automated assistants or bots and end users of the client computingdevices 130. The intermediary device 105 facilitates data message 205communications based on text messaging instead of live voicecommunications. The intermediary device 105 connects to one or moreelectronic communications networks 140, such as messaging networks,short message service networks, or social messaging networks, andestablishes communications sessions 215 between two or more parties. Theintermediary device 105 can establish the sessions 215 using messaging.The intermediary device 105 supports transitions to and from humans andautomated assistants in a single session 215. For example, the agent canprovide the automation request 235 to the automated assistant 230 togenerate the auto response message 240. The intermediary device 105 cancollect information from the session 215, and can provide members of theorganization (e.g., contact center agents at the computing devices 135)the ability to edit the information before or after it is stored (e.g.,in the session storage unit 115) or forwarded into other informationsystems. In addition, the intermediary device 105 can recall messagingcontent from pre-existing sessions and can combine the pre-existingsession with (or modify it to include) other information services toprovide real time advice and coaching to the controlling agent at thecomputing device 135.

The intermediary device 105 can attach to or communicate with messagingnetworks 140 to establish communications sessions on behalf of a networkhandle, such as @testcorp for a social network or +15085551212 for ashort message service. At the beginning of a session with an outsideparty (e.g., an end user at the client computing device 130), theintermediary device 105 can transfer the outside party to an externalautomated digital assistant 230 for the initial phase of a session 215.At the end of the interaction with the digital assistant 230, or at therequest of the outside party, the intermediary device 105 can place theoutside party into a lobby construct. The lobby construct can includedata messages or indications of the outside parties that have not beenmatched with human members of an organization. The intermediary device105 can select the member of the organization (e.g., a contact centeragent) to continue the session 215, as a conversation. During theconversation, the contact center agent computing device 135 or theautomated assistant 230 can transfer the session to other externalautomated digital assistants 230, for either short conversationalautomation such as the collection of shipping addresses, resolution ofbilling issues or the reporting of an incident, each of which willreturn to the requesting party, or for longer form task automation whichmight not return at all.

The control and integration of automated assistants 230 provided by theintermediary device 105 can be more efficient than contact centerenvironments that lack the intermediary device. For example, bydecoupling the human management of automation assistants from theautomation assistants themselves, each can independently scale in termsof capacity and functionality, reducing the complexity of the overallsolution though minimization of accidental complexity between them.Further, automation assistants can be inefficient relative to humans inemotional estimation and management, while live chat solutions areinefficient in terms of task productivity in comparison to automatedassistants. The intermediary device 105 manages automated assistants 230and optimizes the ability for the agent at the computing device 135 tocontrol, direct or interpret the emotional content of the data messages205, while maintaining the efficiencies of automation. Also, theintermediary device 105 can provide data messages 105 in an asynchronousmanner, which provides substantial user experience benefits to theoutside party. For example, sessions 215 can last for days, but the enduser at the client computing device 130 does not have to remainconstantly engaged.

FIG. 5 shows the general architecture of an illustrative computer system500 that can implement any of the computer systems discussed herein,including system 100 and the intermediary device 105 and its componentssuch as the session management mechanism 110, the session lobbymechanism 120 or the session assignment mechanism 125. The computersystem 500 can provide information via the network 140, for example toroute data messages to or from contact center agent computing devices135 in a contact center environment. The computer system 500 can includeone or more processors 520 communicatively coupled to at least onememory 525, one or more communications interfaces 505, one or moreoutput devices 510 (e.g., one or more display units) or one or moreinput devices 515. The processors 520 can be included in theintermediary device 105 or the other components of the system 100 suchas the session management mechanism 110, the session lobby mechanism 120or the session assignment mechanism 125.

The memory 525 can include computer-readable storage media, and canstore computer instructions such as processor-executable instructionsfor implementing the operations described herein. The system 100, or theintermediary device 105, the session storage unit 115, client computingdevice 130, or the contact center agent computing device 135 can includethe memory 525 to store data messages, message characteristics, tupleinformation, sessions, or session data associated with the contactcenter environment or with communications between the client computingdevice 130 and the contact center agent computing device 135, forexample. The at least one processor 520 can execute instructions storedin the memory 525 and can read from or write to the memory informationprocessed and or generated pursuant to execution of the instructions.

The processors 520 can be communicatively coupled to or control the atleast one communications interface 505 to transmit or receiveinformation pursuant to execution of instructions. For example, thecommunications interface 505 can be coupled to a wired or wirelessnetwork (e.g., network 140), bus, or other communication means and canallow the computer system 500 to transmit information to or receiveinformation from other devices (e.g., other computer systems). One ormore communications interfaces 505 can facilitate information flowbetween the components of the system 100. The communications interface505 can (e.g., via hardware components or software components) toprovide a website or other interface (e.g., the live interactioncomponent 145) as an access portal to at least some aspects of thecomputer system 500 or system 100. Examples of communications interfaces505 include user interfaces.

The output devices 510 can allow information to be viewed or perceivedin connection with execution of the instructions. The input devices 515can allow a user to make manual adjustments, make selections, enter dataor other information, or interact in any of a variety of manners withthe processor during execution of the instructions.

The subject matter and the operations described herein can beimplemented in digital electronic circuitry, or in computer software,firmware, or hardware, including the structures disclosed in thisspecification and their structural equivalents, or in combinations ofone or more of them. The subject matter described in this specificationcan be implemented at least in part as one or more computer programs,e.g., one or more modules of computer program instructions, encoded oncomputer storage medium for execution by, or to control the operationof, data processing apparatus. The program instructions can be encodedon an artificially-generated propagated signal, e.g., amachine-generated electrical, optical, or electromagnetic signal that isgenerated to encode information for transmission to suitable receiverapparatus for execution by a data processing system or apparatus. Acomputer storage medium can be, or be included in, a computer-readablestorage device, a computer-readable storage substrate, a random orserial access memory array or device, or a combination of one or more ofthem. While a computer storage medium is not a propagated signal, acomputer storage medium can be a source or destination of computerprogram instructions encoded in an artificially-generated propagatedsignal. The computer storage medium can also be, or be included in, oneor more separate physical components or media (e.g., multiple CDs,disks, or other storage devices). The operations described in thisspecification can be implemented as operations performed by a dataprocessing apparatus on data stored on one or more computer-readablestorage devices or received from other sources.

The term “data processing system” or “computing device” “mechanism”“module” “engine” or “component” encompasses apparatuses, devices, andmachines for processing data, including by way of example a programmableprocessor, a computer, a system on a chip, or multiple ones, orcombinations, of the foregoing. The apparatuses can include specialpurpose logic circuitry, e.g., an FPGA (field programmable gate array)or an ASIC (application-specific integrated circuit). The apparatus canalso include, in addition to hardware, code that creates an executionenvironment for the computer program in question, e.g., code thatconstitutes processor firmware, a protocol stack, a database managementsystem, an operating system, a cross-platform runtime environment, avirtual machine, or a combination thereof. The apparatus and executionenvironment can realize various different computing modelinfrastructures, such as web services, distributed computing and gridcomputing infrastructures. The system 100 and components such as theintermediary device 105 can include or share one or more data processingapparatuses, systems, computing devices, or processors.

A computer program (also known as a program, software, softwareapplication, app, script, or code) can be written in any form ofprogramming language, including compiled or interpreted languages,declarative or procedural languages, and can be deployed in any form,including as a stand-alone program or as a module, component,subroutine, object, or other unit suitable for use in a computingenvironment. A computer program can correspond to a file in a filesystem. A computer program can be stored in a portion of a file thatholds other programs or data (e.g., one or more scripts stored in amarkup language document), in a single file dedicated to the program inquestion, or in multiple coordinated files (e.g., files that store oneor more modules, sub-programs, or portions of code). A computer programcan be deployed to be executed on one computer or on multiple computersof the intermediary device 105 that are located at one site ordistributed across multiple sites and interconnected by a communicationnetwork.

The processes and logic flows described in this specification can beperformed by one or more programmable processors executing one or morecomputer programs (e.g., components of the intermediary device 105) toperform actions by operating on input data and generating output. Theprocesses and logic flows can also be performed by, and apparatuses canalso be implemented as, special purpose logic circuitry, e.g., an FPGA(field programmable gate array) or an ASIC (application-specificintegrated circuit). The components of the system 100 can beinterconnected by any form or medium of digital data communication,e.g., a communication network. Examples of communication networksinclude a local area network (“LAN”) and a wide area network (“WAN”), aninter-network (e.g., the internet), or peer-to-peer networks (e.g., adhoc peer-to-peer networks).

The subject matter described herein can be implemented in a computingsystem that includes a back-end component, e.g., as a data server, orthat includes a middleware component, e.g., an application server, orthat includes a front-end component, e.g., a client computer having agraphical user interface or a web browser through which a user caninteract with an implementation of the subject matter described in thisspecification, or a combination of one or more such back-end,middleware, or front-end components.

The computing system such as system 100 can include clients and servers.A client and server are generally remote from each other and typicallyinteract through a communication network (e.g., the network 140). Therelationship of client and server can arise by virtue of computerprograms running on the respective computers and having a client-serverrelationship to each other. In some implementations, a server transmitsdata (e.g., a data message) to a client device (e.g., to the clientcomputing device 130 or to the contact center agent computing device 135for purposes of displaying data to and receiving user input from a userinteracting with the client device 130 or an agent interacting with thecontact center agent computing device 135). Data generated at the clientcomputing device 130 or at the contact center agent computing device 135(e.g., a result of the user or agent interaction) can be received fromthe client computing device 130 or the contact center agent computingdevice 135 at the server (e.g., received by the intermediary device105).

While operations are depicted in the drawings in a particular order,such operations are not required to be performed in the particular ordershown or in sequential order, and all illustrated operations are notrequired to be performed. Actions described herein can be performed in adifferent order.

The separation of various system components does not require separationin all implementations, and the described program components can beincluded in a single hardware or software product. For example, thesession management mechanism 110, the session lobby mechanism 120, orthe session assignment mechanism 125 can be a single module, a logicdevice having one or more processing circuits, or part of one or moreservers of the intermediary device 105.

Having now described some illustrative implementations, it is apparentthat the foregoing is illustrative and not limiting, having beenpresented by way of example. In particular, although many of theexamples presented herein involve specific combinations of method actsor system elements, those acts and those elements may be combined inother ways to accomplish the same objectives. Acts, elements andfeatures discussed in connection with one implementation are notintended to be excluded from a similar role in other implementations.

The phraseology and terminology used herein is for the purpose ofdescription and should not be regarded as limiting. The use of“including” “comprising” “having” “containing” “involving”“characterized by” “characterized in that” and variations thereofherein, is meant to encompass the items listed thereafter, equivalentsthereof, and additional items, as well as alternate implementationsconsisting of the items listed thereafter exclusively. In oneimplementation, the systems and methods described herein consist of one,each combination of more than one, or all of the described elements,acts, or components.

Any references to implementations or elements or acts of the systems andmethods herein referred to in the singular can also embraceimplementations including a plurality of these elements, and anyreferences in plural to any implementation or element or act herein mayalso embrace implementations including only a single element. Referencesin the singular or plural form are not intended to limit the presentlydisclosed systems or methods, their components, acts, or elements tosingle or plural configurations. References to any act or element beingbased on any information, act or element may include implementationswhere the act or element is based at least in part on any information,act, or element.

Any implementation disclosed herein may be combined with any otherimplementation, and references to “an implementation,” “someimplementations,” “an alternate implementation,” “variousimplementations,” “one implementation” or the like are not necessarilymutually exclusive and are intended to indicate that a particularfeature, structure, or characteristic described in connection with theimplementation may be included in at least one implementation orembodiment. Such terms as used herein are not necessarily all referringto the same implementation. Any implementation may be combined with anyother implementation, inclusively or exclusively, in any mannerconsistent with the aspects and implementations disclosed herein.

References to “or” may be construed as inclusive so that any termsdescribed using “or” may indicate any of a single, more than one, andall of the described terms. References to at least one of a conjunctivelist of terms may be construed as an inclusive OR to indicate any of asingle, more than one, and all of the described terms. For example, areference to “at least one of ‘A’ and ‘B’” can include only ‘A’, only‘B’, as well as both ‘A’ and 1‘B’. Such references used in conjunctionwith “comprising” or other open terminology can include additionalitems.

Where technical features in the drawings, detailed description or anyclaim are followed by reference signs, the reference signs have beenincluded to increase the intelligibility of the drawings, detaileddescription, or claims. Accordingly, neither the reference signs northeir absence have any limiting effect on the scope of any claimelements.

The systems and methods described herein may be embodied in otherspecific forms without departing from the characteristics thereof. Forexample, the session assignment mechanism 125 and the session lobbymechanism 120 can be on separate servers of the intermediary device 105,which increases scalability and speed of the intermediary device 105 dueto distributed or parallel processing. The foregoing implementations areillustrative rather than limiting of the described systems and methods.Scope of the systems and methods described herein is thus indicated bythe appended claims, rather than the foregoing description, and changesthat come within the meaning and range of equivalency of the claims areembraced therein.

1.-20. (canceled)
 21. A system to route text based data messages,comprising: an intermediary device arranged in a data communication pathbetween an electronic communications network and a client computingdevice to: receive, via the electronic communications network, a datamessage having a characteristic; identify a presence of a subject mattermatch between subject matter of the data message and subject matter of afirst session and absence of a subject matter match between the subjectmatter of the data message and subject matter of a second session;identify a correspondence based on the characteristic of the datamessage and a characteristic of the first session, the correspondenceand the presence of the subject matter match indicating that the datamessage refers to the first session, the absence of the subject mattermatch indicating that the data message does not refer to the secondsession; and modify, to provide for display on a user interface of acontact center agent computing device, the first session to generate amodified first session that includes the data message responsive toidentifying the correspondence and the presence of the subject matterindicating that the data message refers to the first session.
 22. Thesystem of claim 21, comprising: the intermediary device to allocate themodified first session that includes the data message between the clientcomputing device and the contact center agent computing device.
 23. Thesystem of claim 22, comprising the intermediary device to: group themodified first session with a plurality of first sessions, and assignthe plurality of first sessions to the contact center agent computingdevice.
 24. The system of claim 23, wherein the data message is a firstdata message, comprising: the intermediary device to: receive, via theelectronic communications network, a second data message, identify, forthe second data message, an absence of a subject matter match betweensubject matter of the second data message and subject matter of theplurality of first sessions, and based on the identification of theabsence of the subject matter match for the second data message,identify the second data message as one of the second session or a thirdsession different from the plurality of first sessions.
 25. The systemof claim 23, wherein the data message is a first data message,comprising: the intermediary device to: receive, via the electroniccommunications network, a second data message, identify an absence of acorrespondence match based on a comparison between a characteristic ofthe second data message and respective characteristics of the pluralityof first sessions, and based on the identification of the absence of thecorrespondence match, identify the second data message as one of thesecond session or a third session different from the plurality of firstsessions.
 26. The system of claim 21, comprising the intermediary deviceto: provide the modified first session to the contact center agentcomputing device as a display card for display juxtaposition on the userinterface of the contact agent computing device with a plurality ofadditional display cards, the plurality of additional display cards eachcorresponding to a respective session.
 27. The system of claim 21,wherein the data message is a first data message, comprising: theintermediary device to: identify the characteristic of the first datamessage as a characteristic of a first application platform, receive,via the electronic communications network, a second data message havinga second characteristic, identify the second characteristic as acharacteristic of a second application platform, and determine that thesecond data message corresponds to the first session based on thecharacteristic of the second platform and the characteristic of thefirst session.
 28. The system of claim 21, wherein the data message is afirst data message, comprising: the intermediary device to: receive, viathe electronic communications network, a second data message having asecond characteristic, determine from the first characteristic and thesecond characteristic that the first data message and the second datamessage both originated from the client computing device, and responsiveto the determination that the first data message and the second datamessage both originated from the client computing device, determine thatthe second data message corresponds to the first session.
 29. The systemof claim 21, wherein the data message is a first data message,comprising: the intermediary device to: receive, via the electroniccommunications network, a second data message having a secondcharacteristic, identify a characteristic match between a characteristicof the second data message and a characteristic of the first session,and determine that the characteristic match does not exist due todifferences in subject matter between the second data message and thefirst session.
 30. The system of claim 21, comprising the intermediarydevice to: determine a time elapsed between receipt of the data messageand the first session is greater than a threshold; and identify,responsive to the determination that the elapsed time is greater thanthe threshold, the presence of the subject matter match between thesubject matter of the data message and the subject matter of the firstsession.
 31. A method of managing text based data messages, comprising:receiving, by an intermediary device arranged in a data communicationpath between an electronic communications network and a client computingdevice, a data message having a characteristic, identifying, by theintermediary device, a presence of a subject matter match betweensubject matter of the data message and a subject matter of a firstsession and absence of a subject matter match between the subject matterof the data message and subject matter of a second session; identifying,by the intermediary device, a correspondence based on the characteristicof the data message and a characteristic of the first session, thecorrespondence and the subject matter match indicating that the datamessage refers to the first session, the absence of the subject mattermatch indicating that the data message does not refer to the secondsession; and modifying, by the intermediary device, to provide fordisplay on a user interface of a contact center agent computing device,the first session to generate a modified first session that includes thedata message responsive to identifying the correspondence and thepresence of the subject matter indicating that the data message refersto the first session.
 32. The method of claim 31, comprising:allocating, by the intermediary device, the modified first session thatincludes the data message between the client computing device and thecontact center agent computing device.
 33. The method of claim 32,comprising: grouping, by the intermediary device, the modified firstsession with a plurality of first sessions, and assigning, by theintermediary device, the plurality of first sessions to the contactcenter agent computing device.
 34. The method of claim 33, wherein thedata message is a first data message comprising: receiving, by theintermediary device, via the communications network, a second datamessage, identifying, by the intermediary device, an absence of asubject matter match between subject matter of the second data messageand subject matter of the plurality of first sessions, and based on theidentification of the absence of the subject matter match, identifying,by the intermediary device, the second data message as one of the secondsession or a third session different from the plurality of firstsessions.
 35. The method of claim 33, wherein the data message is afirst data message comprising: receiving, by the intermediary device,via the communications network, a second data message, identifying, bythe intermediary device, an absence of a characteristic match based on acomparison between a characteristic of the second data message andrespective characteristics of the pooled first sessions, and based onthe identification of the absence of the characteristic match,identifying, by the intermediary device, the second data message as oneof the second session or a third session different from the plurality offirst sessions.
 36. The method of claim 31, comprising: providing, bythe intermediary device, the modified first session to the contactcenter agent computing device as a display card for displayjuxtaposition on the user interface of the contact agent computingdevice with a plurality of additional display cards, the plurality ofadditional display cards each corresponding to a respective session. 37.The method of claim 31, wherein the data message is a first datamessage, comprising: identifying, by the intermediary device, thecharacteristic of the first data message as a characteristic of a firstapplication platform, receiving, at the intermediary device, via theelectronic communications network, a second data message having a secondcharacteristic, identifying, by the intermediary device, the secondcharacteristic as a characteristic of a second application platform, anddetermining, by the intermediary device, that the second data messagecorresponds to the first session based on the characteristic of thesecond platform and the characteristic of the first session.
 38. Themethod of claim 31, wherein the data message is a first data message,comprising: receiving, by the intermediary device, via the electroniccommunications network, a second data message having a secondcharacteristic, determining, by the intermediary device, from the firstcharacteristic and the second characteristic that the first data messageand the second data message both originated from the client computingdevice, and responsive to the determination that the first data messageand the second data message both originated from the client computingdevice, determining, by the intermediary device, that the second datamessage corresponds to the first session.
 39. The method of claim 31,wherein the data message is a first data message, comprising: receiving,at the intermediary device, via the electronic communications network, asecond data message having a second characteristic, identifying, by theintermediary device, a characteristic match between a characteristic ofthe second data message and a characteristic of the first session, anddetermining, by the intermediary device, that the characteristic matchdoes not exist due to differences in subject matter between the seconddata message and the first session.
 40. The method of claim 31,comprising: determining, by the intermediary device, a time elapsedbetween receipt of the data message and the first session is greaterthan a threshold; and identifying, by the intermediary device,responsive to the determination that the elapsed time is greater thanthe threshold, the presence of the subject matter match between thesubject matter of the data message and the subject matter of the firstsession.